Service Desk Engineer - 1st/2nd Line IT Support (Temp)

Bridgestaff Group; Caerphilly; On-site; GBP 32,000 - 35,000; Full time

Job summary

Bridgestaff Group is recruiting for Service Desk Engineers to join a busy IT support team on a 3-month temporary contract. You will be the first point of contact for users, delivering remote support and ensuring incidents are resolved efficiently.

The role focuses on 1st Line and basic 2nd Line support across Windows environments and Microsoft 365 applications, with an emphasis on strong customer service and effective ticket handling.

Qualifications

• Experience in IT Helpdesk, Service Desk or IT Support.
• Strong knowledge of Microsoft 365 and Windows operating systems.
• Experience using ticketing or ITSM systems.
• Excellent communication and customer service skills.
• A logical approach to troubleshooting and problem-solving.
• Experience with Active Directory, user account administration or remote support tools would be advantageous.
• Happy to undergo standard DBS check.

Responsibilities

• Respond to IT support requests via phone, email and ticketing systems.
• Log, prioritise and manage incidents through to resolution.
• Provide 1st Line and basic 2nd Line support across Windows environments.
• Support Microsoft 365 applications including Outlook, Teams, Word and Excel.
• Troubleshoot hardware, software, printer and connectivity issues.
• Perform password resets, account creation and routine access requests.
• Escalate complex issues to specialist support teams where required.
• Maintain accurate ticket updates and documentation.
• Deliver excellent customer service and regular communication to end users.

Skills

Microsoft 365

Windows OS

Customer service

Ticketing systems

Tools

Active Directory

Remote support tools

Ticketing systems

Job description

Bridgestaff Group is recruiting for Service Desk Engineers to join a busy IT support team on a 3-month temporary contract. You will be the first point of contact for users, delivering remote support and ensuring incidents are resolved efficiently.

The role focuses on 1st Line and basic 2nd Line support across Windows environments and Microsoft 365 applications, with an emphasis on strong customer service and effective ticket handling.